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Overview
If you believe that significant improvements can be made to a certain service, process, or practice, but don't know what changes to make, benchmarking is the way to find out. Setting out to benchmark a service, process, or practice requires your organization to carefully scrutinize its own processes prior to starting the benchmarking effort. This book will provide you with the necessary steps to take in your benchmarking efforts and will show you what aspects to take into account in order to make benchmarking your call center a success. Table of Contents
Appendix: Available Call Center Benchmark Studies |
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Last modified January 9, 2012